From 17aa75b9a54b5c9255a651284927355140e409a9 Mon Sep 17 00:00:00 2001 From: Alexa Date: Wed, 4 Nov 2026 18:49:59 -0600 Subject: [PATCH 1/7] Document the Docker Support portal for paid subscribers. Co-authored-by: Cursor --- content/manuals/support/_index.md | 196 ++++++++++++-------------- content/manuals/support/portal.md | 225 ++++++++++++++++++++++++++++++ 2 files changed, 314 insertions(+), 107 deletions(-) create mode 100644 content/manuals/support/portal.md diff --git a/content/manuals/support/_index.md b/content/manuals/support/_index.md index 89bf197388de..ba298a110259 100644 --- a/content/manuals/support/_index.md +++ b/content/manuals/support/_index.md @@ -4,35 +4,52 @@ linkTitle: Support description: >- Find Docker support options, including paid subscription response times, severity levels, Docker Desktop support scope, and community resources. -keywords: docker support, contact support, subscription support, premium - support, support response times, severity levels, community forums, - docker desktop support +keywords: docker support, subscription support, premium support, support + response times, severity levels, community forums, docker desktop support weight: 50 params: sidebar: group: Accounts and admin --- -Docker offers multiple support channels depending on your subscription level -and needs. +Docker offers multiple support channels depending on your subscription +level and needs. + +## Community support + +All Docker users can seek support through community resources, where +Docker or the community responds on a best-effort basis: + +- [Docker Community Forums](https://forums.docker.com/) +- [Docker Community Slack](http://dockr.ly/comm-slack) ## Paid subscription support All Docker Pro, Team, and Business subscribers receive email support for Docker products. +> [!TIP] +> +> Before reaching out for support, review the troubleshooting documentation +> for your product. + +Paid subscribers create and track cases in the +[Docker Support portal](/manuals/support/portal.md). Organizations with a +Premium Support subscription have automatic portal access. Other paid +organizations gain access as the rollout progresses. + ### Support response times -- Docker Pro: 5 business day response -- Docker Team: 2 business day response, 24×5 availability -- Docker Business: 1 business day response, 24×5 availability +- Docker Pro: within 5 business days +- Docker Team: within 2 business days, 24×5 availability +- Docker Business: within 1 business day, 24×5 availability -Docker Verified Publisher (DVP) organizations follow the response times for -their Docker Pro, Team, or Business subscription. Without one of those +Docker Verified Publisher (DVP) organizations follow the response times +for their Docker Pro, Team, or Business subscription. Without one of those subscriptions, the following response times apply: -- DVP Starter: 3 business day response -- DVP Growth: 2 business day response, 24×5 availability +- DVP Starter: within 3 business days +- DVP Growth: within 2 business days, 24×5 availability > [!TIP] > @@ -42,29 +59,31 @@ subscriptions, the following response times apply: ### Support severity levels +Choose a **Severity** when you create a case. Use the option that matches +the issue: + | Level | Description | | :--- | :--- | -| Critical | Widespread or company-wide service outage affecting many customers or all users within a single organization. Business operations are halted with no workaround available. | -| High | Team or department-level impact preventing significant users from accessing core functionality. Severe business impact with no workaround available. | -| Medium | Individual user or small group impact causing partial loss of functionality. Business operations continue, often with workarounds available but reduced productivity. | +| S1 (Critical) | Complete loss of core functionality; broad/systemic impact; no workaround | +| S2 (High) | Significant subset of users loses key functionality; severe business impact; no workaround | +| S3 (Medium) | Partial/non-critical loss for an individual or small group; workaround typically available | +| S4 (Low) | Inquiry, minor issue, or enhancement request | -### Request support +For Account, Billing, Legal, Sales, and Security topics, Docker sets the +severity automatically, and the form hides **Severity**. -> [!TIP] -> -> Before reaching out for support, review the troubleshooting documentation -> for your product. +### Case statuses -If you have a paid Docker subscription, -[contact the Support team](https://hub.docker.com/support/contact/). +A case moves through the following statuses: -## Community support - -All Docker users can seek support through community resources, where Docker -or the community respond on a best-effort basis: - -- [Docker Community Forums](https://forums.docker.com/) -- [Docker Community Slack](http://dockr.ly/comm-slack) +| Status | Meaning | +| :--- | :--- | +| NEW | Docker Support has received the case and hasn't replied yet | +| PENDING SUPPORT | Docker Support is working on the case | +| PENDING CUSTOMER | Docker Support is waiting for a reply from you | +| ON HOLD | Docker Support has replied, and the resolution depends on another team at Docker | +| RESOLVED | You or Docker Support marked the case resolved. Docker Support then closes it | +| CLOSED | The case is complete | ## Docker Desktop support @@ -72,90 +91,53 @@ Docker Desktop support is available with a paid subscription. ### Scope of support -{{< tabs >}} -{{< tab name="Covered" >}} - -Docker Desktop support includes: - -- Account management and billing -- Configuration and installation issues -- Desktop updates -- Sign-in issues -- Push or pull issues, including rate limiting -- Application crashes or unexpected behavior -- Automated builds -- Basic product how-to questions - -On Windows, support also covers: - -- Turning on virtualization in BIOS -- Turning on Windows features -- Running inside - [certain VM or VDI environments](/manuals/desktop/setup/vm-vdi.md) - (Docker Business only) - -{{< /tab >}} -{{< tab name="Not covered" >}} - -Docker Desktop support excludes: - -- Unsupported operating systems, including beta and preview versions -- Running containers of a different architecture using emulation -- Docker Engine, Docker CLI, or other bundled Linux components -- Kubernetes -- Features labeled as experimental -- System and server administration activities -- Desktop as a production runtime -- Scale deployment and multi-machine installation -- Routine product maintenance (data backup, disk space, log rotation) -- Third-party applications not provided by Docker -- Altered or modified Docker software -- Hardware malfunction, abuse, or improper use -- Versions older than the latest release (except Docker Business) -- Training, customization, and integration -- Running multiple instances on a single machine - -> [!NOTE] -> -> Support for -> [running Docker Desktop in a VM or VDI environment](/manuals/desktop/setup/vm-vdi.md) -> is only available to Docker Business customers. - -{{< /tab >}} -{{< /tabs >}} +| Covered | Not covered | +| :--- | :--- | +| Configuration and installation issues | Unsupported operating systems, including beta and preview versions | +| Desktop updates | Versions older than the latest release (except Docker Business) | +| Account management and billing | Training, customization, and integration | +| Sign-in issues | Altered or modified Docker software | +| Push or pull issues, including rate limiting | Docker Engine, Docker CLI, or other bundled Linux components | +| Automated builds | Third-party applications not provided by Docker | +| Basic product how-to questions | Features labeled as experimental | +| Application crashes or unexpected behavior | Hardware malfunction, abuse, or improper use | +| On Windows: turning on virtualization in BIOS | System and server administration activities | +| On Windows: turning on Windows features | Routine product maintenance (data backup, disk space, log rotation) | +| On Windows: running inside certain [VM or VDI environments](/manuals/desktop/setup/vm-vdi.md) (Docker Business only) | Desktop as a production runtime | +| | Running containers of a different architecture using emulation | +| | Kubernetes | +| | Scale deployment and multi-machine installation | +| | Running multiple instances on a single machine | ### Supported versions -- Docker Business: Versions up to six months older than the latest version - (fixes applied to latest version only) -- Docker Pro and Team: Latest version only - -### Machines per subscription - -- Docker Pro: One machine -- Docker Team: Number of machines equal to subscription seats -- Docker Business: Unlimited machines - -### Supported operating systems +Docker Desktop support is scoped by plan: -- [Mac system requirements](/manuals/desktop/setup/install/mac-install.md#system-requirements) -- [Windows system requirements](/manuals/desktop/setup/install/windows-install.md#system-requirements) -- [Linux system requirements](/manuals/desktop/setup/install/linux/_index.md#system-requirements) - -### Docker Desktop community resources - -- [Docker Desktop issue tracker](https://github.com/docker/desktop-feedback) +| Plan | Supported versions | Machines per subscription | +| :--- | :--- | :--- | +| Docker Pro | Latest only | One | +| Docker Team | Latest only | One per subscription seat | +| Docker Business | Latest plus versions up to six months older (fixes on latest only) | Unlimited | ### Diagnostic data and privacy -When uploading diagnostics, the bundle may contain personal data such as -usernames and IP addresses. Diagnostics bundles are only accessible to -Docker, Inc. employees directly involved in diagnosing issues. +- Diagnostics bundles may contain personal data such as usernames and IP + addresses. +- Access is limited to Docker, Inc. employees directly involved in + diagnosing the issue. +- Docker, Inc. deletes uploaded bundles after 30 days by default. +- To request earlier removal, provide the diagnostics ID or your GitHub + ID. +- Docker, Inc. uses the data only to investigate specific user issues but + may derive high-level (non-personal) metrics. + +For more information, see the +[Docker Data Processing Agreement](https://www.docker.com/legal/data-processing-agreement). -By default, Docker, Inc. deletes uploaded diagnostics bundles after 30 days. -You can request removal of a diagnostics bundle by specifying the diagnostics -ID or your GitHub ID. Docker, Inc. only uses the data to investigate specific -user issues but may derive high-level (non-personal) metrics. +## Next steps -For more information, see -[Docker Data Processing Agreement](https://www.docker.com/legal/data-processing-agreement). +- Review system requirements: + [Mac](/manuals/desktop/setup/install/mac-install.md#system-requirements), + [Windows](/manuals/desktop/setup/install/windows-install.md#system-requirements), + [Linux](/manuals/desktop/setup/install/linux/_index.md#system-requirements) +- Explore the [Docker Desktop issue tracker](https://github.com/docker/desktop-feedback) diff --git a/content/manuals/support/portal.md b/content/manuals/support/portal.md new file mode 100644 index 000000000000..acc18adf61ae --- /dev/null +++ b/content/manuals/support/portal.md @@ -0,0 +1,225 @@ +--- +title: Create and manage Docker Support portal tickets +linkTitle: Create support ticket +description: >- + Create a Docker support case, follow its status, add watchers, upload + files, and resolve cases in the Docker Support portal. +keywords: support portal, support cases, create case, case history, resolve + case, watchers, attachments +weight: 10 +--- + +The Docker Support portal is where paid subscribers create a case, follow +its status, add comments and watchers, and upload files. + +## Open the portal + +> [!TIP] +> +> Before reaching out for support, review the troubleshooting documentation +> for your product. + +Open **Help** in [Docker Hub](https://hub.docker.com/), +[Docker Home](https://app.docker.com/), or +[Docker Scout](https://scout.docker.com/): + +- Select **Support portal** to open the portal for the account you're using. +- Select **Contact support** to open the + [support request form](https://hub.docker.com/support/contact/). **Help** + shows this item for accounts that don't have the portal. + +On Docker Home, **Support portal** is also in the account sidebar. + +To open the portal: + +1. Sign in, and select the organization or personal account the case belongs + to. +1. Open **Help** and select **Support portal**. + +## Portal home + +The portal home lists **Active cases** and includes **View cases** and +**Create case**. + +- Select a case or **View details** to open it. +- Open the **⋮** menu on a case and select **Details** or **Resolve case**. +- Select **View cases** to open the full case history. +- If there are no open cases, the page shows **No active cases**. Select + **See case history** to open past cases. + +## Create a case + +1. Select **Create case**. +1. Enter a **Subject** and **Details** that describe the issue. +1. Select **Get instant help**. Gordon, Docker's AI assistant, reads your + subject and details and posts an answer below the form. If the answer + solves the issue, you can stop there. +1. To send the case to the Support team, complete the remaining fields: + - Confirm **Contact name**. **Email** is filled in from your account + and can't be edited. + - Select a **Namespace**. This is the Docker organization or personal + account the case is for. + - Select a **Topic**. If the topic has subtopics, select a **Subtopic**. + - Fill in any other fields the topic shows, such as **Version number**, + **Operating system**, **Diagnostics ID**, or **Affected users**. For + Docker Desktop, the form asks for all of these. + - If **Severity** is shown, select the level that matches the issue. See + [Support severity levels](/manuals/support/_index.md#support-severity-levels). +1. To add files, select **Select files to attach** or drop files on the + upload area. See [Attach files](#attach-files) for file rules. +1. Select **Submit**. + +The portal returns to the home page and lists the case under **Active +cases**. The case number shows as **PENDING CASE NUMBER…** until Docker +Support assigns one. + +## Attach files + +You can attach files when you create a case or when you comment on an +open case. Files are listed under **Attachments**. A file shows as +**pending** while it is checked. After the check: + +- The filename becomes a download link if you can comment on the case. +- **security risk detected** means the file was rejected. The name is + crossed out and can't be downloaded. Comment on the case if you think + the file was rejected by mistake. +- **expired** means the file is no longer available to download. + +Every uploaded file is scanned for malware and checked to confirm its +contents match the file type. A file that fails either check shows +**security risk detected** without identifying which check failed. + +File rules: + +- Each file can be up to 50 MB. Empty files are rejected. +- Accepted types are `tar`, `gz`, `tgz`, `tar.gz`, `zip`, `rar`, `jpeg`, + `jpg`, `png`, `json`, `txt`, `log`, `err`, `xml`, `yaml`, `yml`, + `plist`, `evtx`, and `evt`. +- Filenames can't contain path characters, end with a period or space, + or exceed 255 bytes. +- If any file you select is invalid, an error explains why and none of + the files are uploaded. + +Upload limits: + +| Limit | Value | +| :--- | :--- | +| Maximum size per file | 50 MB | +| Uploads per hour, per user | 10 files | +| Total upload size per day, per user | 5 GiB | +| Total attachment size per case | 2 GiB | + +Hourly and daily limits reset at the start of each hour and each day +(UTC). The per-case limit applies to all attachments on the case +combined. If you reach a limit, wait until it resets and try again. + +You can add files only while the case is open. Files on a resolved or +closed case remain available to download. + +## Manage case + +After a case is open, you can review its history, comment, add watchers, +attach files, and resolve it. + +### Case history + +**Case history** lists cases for the account. Each row shows the status, +case number, subject, topic, subtopic, who created the case, and when it +was last modified. A company account also shows the organization. + +From **Case history** you can: + +- Select a case to open it. +- Select **Create case** to start another case. +- Use the **⋮** menu to open **Details** or **Resolve case**. +- Show 10, 25, or 50 cases on a page. + +### Case detail view + +A case shows the case number, subject, topic, description, and an +**Activity** panel with comments. On an open case you can comment, add or +remove watchers, attach files, and resolve the case. What you can do +depends on your access. See [Who can work on a case](#who-can-work-on-a-case). + +### Comment on a case + +1. Open the case. +1. Under **Activity**, do one or more: + - Enter a comment. + - To attach files, select **Select files to attach** or drop files on + the upload area. See [Attach files](#attach-files) for file rules. +1. Select **Send**. + +You can comment when you created the case or when someone added you as a +watcher. Otherwise the field tells you to contact the case creator. + +### Add or remove watchers + +A watcher follows an organization or company case and can comment, attach +files, and add or remove other watchers. The watcher field appears on +organization and company cases. + +To add or remove a watcher: + +1. Open the case. +1. In **Enter additional watchers**, do one of the following: + - To add a watcher, select an organization member or enter the email + address of a Docker user. You can add Docker users who aren't + members of your organization. + - To remove a watcher, select the **x** on that person. Select **Undo** + to restore them before you save. +1. Select **Save**. + +The page confirms that the watchers were updated, and Docker emails the +people you added or removed. The case creator can't be added as a watcher, +and each person can be added only once. A removed watcher can no longer +comment on the case or upload or download attachments. + +Watchers also get an email when the case has new activity. + +### Resolve a case + +If the issue is solved, resolve the case yourself. + +1. Start resolution from either of these places: + - Select **Resolve case** on the open case. + - Select **Resolve case** from the **⋮** menu on the portal home or on + **Case history**. +1. Select a reason: + - Issue resolved + - No longer relevant + - Duplicate case + - Resolved by another team + - Other +1. Add comments if you have them. Comments can be up to 1000 characters. +1. Select **Resolve case**. + +The status changes to **RESOLVED**. A resolved case can't be reopened. +When Docker Support closes the case, the status changes to **CLOSED** and +the person who created the case receives a short satisfaction survey by +email. + +On a resolved or closed case, you can still read **Activity**. The +comment field, watcher field, and file upload are hidden, and the page +says the case is closed. Select **Create case** to start another case. + +## Who can work on a case + +Case access follows organization membership. Access flows downward only, +from company to organization to user; nothing flows upward. +[Teams](/manuals/accounts/organization/manage/manage-a-team/) don't +change who can see or update a case. + +- Organization members can see that organization's cases. +- Organization owners can see cases in their organization. +- Company owners can see cases for the organizations in the company. +- The case creator and any watchers can see the case. + +| Action | Who can do it | +| :--- | :--- | +| See a case | Organization members, organization owners, company owners, the case creator, and watchers | +| Comment, add or remove watchers, upload files, download files | Case creator and watchers | +| Resolve a case | Case creator and watchers | + +When the comment field tells you to contact the case creator, ask them to +add you as a watcher. \ No newline at end of file From 63fb45a3a5ab7204a1b76bb35db426b06bf0ba0c Mon Sep 17 00:00:00 2001 From: Alexa Date: Thu, 5 Nov 2026 12:04:01 -0600 Subject: [PATCH 2/7] Update the Support portal page to match the Notion draft The portal page had drifted from the Notion draft and lost its outline. Rewrite it to follow the draft section by section, including who gets access, case creation, watchers, files, resolution, and permissions. Keep the details that the browser review confirmed and the draft did not cover, such as Get instant help, the Email field, and the Diagnostics ID and Affected users fields. Move severity levels and case statuses onto the portal page, and link to them from the support overview. Co-authored-by: Cursor --- content/manuals/support/_index.md | 38 +-- content/manuals/support/portal.md | 402 +++++++++++++++++++----------- 2 files changed, 261 insertions(+), 179 deletions(-) diff --git a/content/manuals/support/_index.md b/content/manuals/support/_index.md index ba298a110259..a6bd1531a561 100644 --- a/content/manuals/support/_index.md +++ b/content/manuals/support/_index.md @@ -34,9 +34,11 @@ Docker products. > for your product. Paid subscribers create and track cases in the -[Docker Support portal](/manuals/support/portal.md). Organizations with a -Premium Support subscription have automatic portal access. Other paid -organizations gain access as the rollout progresses. +[Docker Support portal](/manuals/support/portal.md). +[Who gets access](/manuals/support/portal.md#who-gets-access) covers +enrollment. Organizations with a Premium Support subscription have +automatic portal access. Other paid organizations gain access as the +rollout progresses. ### Support response times @@ -57,33 +59,9 @@ subscriptions, the following response times apply: > available as an add-on for > [Docker Business and Docker Hardened Images subscribers](https://www.docker.com/pricing?ref=Docs&refAction=DocsSupport). -### Support severity levels - -Choose a **Severity** when you create a case. Use the option that matches -the issue: - -| Level | Description | -| :--- | :--- | -| S1 (Critical) | Complete loss of core functionality; broad/systemic impact; no workaround | -| S2 (High) | Significant subset of users loses key functionality; severe business impact; no workaround | -| S3 (Medium) | Partial/non-critical loss for an individual or small group; workaround typically available | -| S4 (Low) | Inquiry, minor issue, or enhancement request | - -For Account, Billing, Legal, Sales, and Security topics, Docker sets the -severity automatically, and the form hides **Severity**. - -### Case statuses - -A case moves through the following statuses: - -| Status | Meaning | -| :--- | :--- | -| NEW | Docker Support has received the case and hasn't replied yet | -| PENDING SUPPORT | Docker Support is working on the case | -| PENDING CUSTOMER | Docker Support is waiting for a reply from you | -| ON HOLD | Docker Support has replied, and the resolution depends on another team at Docker | -| RESOLVED | You or Docker Support marked the case resolved. Docker Support then closes it | -| CLOSED | The case is complete | +Severity levels and case statuses are part of creating and viewing a case. +See [Severity levels](/manuals/support/portal.md#severity-levels) and +[Case statuses](/manuals/support/portal.md#case-statuses). ## Docker Desktop support diff --git a/content/manuals/support/portal.md b/content/manuals/support/portal.md index acc18adf61ae..b6ab7ee85271 100644 --- a/content/manuals/support/portal.md +++ b/content/manuals/support/portal.md @@ -1,225 +1,329 @@ --- -title: Create and manage Docker Support portal tickets -linkTitle: Create support ticket +title: Docker Support portal +linkTitle: Support portal description: >- - Create a Docker support case, follow its status, add watchers, upload - files, and resolve cases in the Docker Support portal. + Open the Docker Support portal, create and manage support cases, and see + who can view or update a case. keywords: support portal, support cases, create case, case history, resolve - case, watchers, attachments + case, watchers, attachments, severity levels, case status weight: 10 --- -The Docker Support portal is where paid subscribers create a case, follow -its status, add comments and watchers, and upload files. +The Docker Support portal lets you create and manage support cases, follow +their progress, and collaborate with Docker Support and your teammates in +one place. This page covers how to open the portal, work with cases, and +how permissions control who can see and do what. -## Open the portal +## Who gets access + +The Support portal is being rolled out in phases, so it may not yet be +available to every organization. Organizations with a Premium Support +subscription are enrolled automatically. After your organization is +enrolled, open the portal from the **Help** menu by following the steps +below. + +## Access the Support portal > [!TIP] > > Before reaching out for support, review the troubleshooting documentation > for your product. -Open **Help** in [Docker Hub](https://hub.docker.com/), -[Docker Home](https://app.docker.com/), or -[Docker Scout](https://scout.docker.com/): +1. Sign in to [Docker Hub](https://hub.docker.com/) or + [Docker Home](https://app.docker.com/). You can also open the portal + from [Docker Scout](https://scout.docker.com/). +1. Select the organization from the organization switcher. When the case + belongs to a personal account, select that account instead. +1. Open the **Help** (?) menu in the top navigation. +1. Select **Support portal**. -- Select **Support portal** to open the portal for the account you're using. -- Select **Contact support** to open the - [support request form](https://hub.docker.com/support/contact/). **Help** - shows this item for accounts that don't have the portal. +The Support portal opens in your current browser tab. -On Docker Home, **Support portal** is also in the account sidebar. +On Docker Home, **Support portal** is also in the account sidebar. **Help** +shows **Contact support** for accounts that do not have the portal. That +item opens the [support request form](https://hub.docker.com/support/contact/). -To open the portal: +## Landing page -1. Sign in, and select the organization or personal account the case belongs - to. -1. Open **Help** and select **Support portal**. +The landing page gives you a snapshot of your support activity. From here +you can: -## Portal home +- See your active cases +- Select **Create case** to create a new case +- Select a case, or **View details**, to open that case +- Select **View cases** to see your full case history +- Open the **⋮** menu on a case and select **Details** or **Resolve case** -The portal home lists **Active cases** and includes **View cases** and -**Create case**. +The page lists these cases under **Active cases**. If there are no open +cases, the page shows **No active cases**. Select **See case history** to +open past cases. -- Select a case or **View details** to open it. -- Open the **⋮** menu on a case and select **Details** or **Resolve case**. -- Select **View cases** to open the full case history. -- If there are no open cases, the page shows **No active cases**. Select - **See case history** to open past cases. +## Working with cases -## Create a case +### Create a case 1. Select **Create case**. -1. Enter a **Subject** and **Details** that describe the issue. +1. Enter a **Subject** and **Details**. 1. Select **Get instant help**. Gordon, Docker's AI assistant, reads your subject and details and posts an answer below the form. If the answer solves the issue, you can stop there. -1. To send the case to the Support team, complete the remaining fields: +1. To send the case to Docker Support, complete the remaining fields: - Confirm **Contact name**. **Email** is filled in from your account - and can't be edited. - - Select a **Namespace**. This is the Docker organization or personal - account the case is for. - - Select a **Topic**. If the topic has subtopics, select a **Subtopic**. - - Fill in any other fields the topic shows, such as **Version number**, - **Operating system**, **Diagnostics ID**, or **Affected users**. For - Docker Desktop, the form asks for all of these. - - If **Severity** is shown, select the level that matches the issue. See - [Support severity levels](/manuals/support/_index.md#support-severity-levels). -1. To add files, select **Select files to attach** or drop files on the - upload area. See [Attach files](#attach-files) for file rules. + and is read-only. + - Select the **Namespace** the issue relates to. This field is + required. A namespace is the Docker organization or personal account + the case is for. + - Select a **Topic**. If the topic has subtopics, select a + **Subtopic**. + - If a **Severity** field appears, select the severity that matches + your issue, using the [severity levels](#severity-levels) below. The + field does not appear for the Account, Billing, Legal, Sales, and + Security topics, because a severity is set automatically for them. + - Complete any additional fields shown for your topic, such as the + Docker Desktop version, browser, or operating system. Topics can also + ask for **Version number**, **Diagnostics ID**, or **Affected users**. + For Docker Desktop, the form asks for version, operating system, + diagnostics ID, and affected users. +1. Optionally, attach files to the case. Select **Select files to attach** + or drag and drop files into the upload area. See + [Attach files](#attach-files) for file rules. 1. Select **Submit**. -The portal returns to the home page and lists the case under **Active +The portal returns to the landing page and lists the case under **Active cases**. The case number shows as **PENDING CASE NUMBER…** until Docker Support assigns one. -## Attach files - -You can attach files when you create a case or when you comment on an -open case. Files are listed under **Attachments**. A file shows as -**pending** while it is checked. After the check: +#### Severity levels -- The filename becomes a download link if you can comment on the case. -- **security risk detected** means the file was rejected. The name is - crossed out and can't be downloaded. Comment on the case if you think - the file was rejected by mistake. -- **expired** means the file is no longer available to download. +| Severity | Definition | +| :--- | :--- | +| S1 (Critical) | Complete loss of core functionality; broad/systemic impact; no workaround. | +| S2 (High) | Significant subset of users loses key functionality; severe business impact; no workaround. | +| S3 (Medium) | Partial/non-critical loss for an individual or small group; workaround typically available. | +| S4 (Low) | Inquiry, minor issue, or enhancement request. | -Every uploaded file is scanned for malware and checked to confirm its -contents match the file type. A file that fails either check shows -**security risk detected** without identifying which check failed. +### View cases -File rules: +The **Case history** page lists every case associated with your +organization. You can: -- Each file can be up to 50 MB. Empty files are rejected. -- Accepted types are `tar`, `gz`, `tgz`, `tar.gz`, `zip`, `rar`, `jpeg`, - `jpg`, `png`, `json`, `txt`, `log`, `err`, `xml`, `yaml`, `yml`, - `plist`, `evtx`, and `evt`. -- Filenames can't contain path characters, end with a period or space, - or exceed 255 bytes. -- If any file you select is invalid, an error explains why and none of - the files are uploaded. +- See each case's status, case number, subject, topic, subtopic, who + created it, and when it was last modified. A company account also shows + the organization. +- Select a case to open its details +- Select **Create case** to open a new case +- Open the **⋮** menu on a case and select **Details** or **Resolve case** +- Page through cases, 10, 25, or 50 at a time -Upload limits: +#### Case statuses -| Limit | Value | +| Status | Meaning | | :--- | :--- | -| Maximum size per file | 50 MB | -| Uploads per hour, per user | 10 files | -| Total upload size per day, per user | 5 GiB | -| Total attachment size per case | 2 GiB | +| NEW | Your case was received and is waiting for Docker Support to respond. | +| PENDING SUPPORT | Docker Support is working on your case. | +| PENDING CUSTOMER | Docker Support is waiting for a response from you. | +| ON HOLD | Docker Support has replied, and the resolution depends on another team at Docker. | +| CLOSED | The case is complete. | +| RESOLVED | The case was marked as resolved, by you or by Docker Support. Docker Support will review and close it. | -Hourly and daily limits reset at the start of each hour and each day -(UTC). The per-case limit applies to all attachments on the case -combined. If you reach a limit, wait until it resets and try again. +### Case details -You can add files only while the case is open. Files on a resolved or -closed case remain available to download. +Each case shows its full progress and history. You can: -## Manage case +- Review the case summary and description. The case also shows its case + number, subject, and topic. +- Follow the activity timeline of comments and responses in **Activity** +- Add comments +- Add or remove watchers +- Attach and download files +- Resolve the case -After a case is open, you can review its history, comment, add watchers, -attach files, and resolve it. +What you can do depends on your access. See +[Who can interact with a case](#who-can-interact-with-a-case). -### Case history +#### Comment on a case -**Case history** lists cases for the account. Each row shows the status, -case number, subject, topic, subtopic, who created the case, and when it -was last modified. A company account also shows the organization. +1. Open the case. +1. Enter your message in the **Activity** editor. +1. Optionally, attach files. +1. Select **Send**. -From **Case history** you can: +To attach files, select **Select files to attach** or drag and drop files +into the upload area. See [Attach files](#attach-files) for file rules. -- Select a case to open it. -- Select **Create case** to start another case. -- Use the **⋮** menu to open **Details** or **Resolve case**. -- Show 10, 25, or 50 cases on a page. +You can comment on a case only if you created it or were added as a +watcher. If you can see a case but are not allowed to comment, the comment +box is unavailable and explains why. The message tells you to contact the +case creator. -### Case detail view +### Add watchers -A case shows the case number, subject, topic, description, and an -**Activity** panel with comments. On an open case you can comment, add or -remove watchers, attach files, and resolve the case. What you can do -depends on your access. See [Who can work on a case](#who-can-work-on-a-case). +A watcher is a Docker user who follows a case and can take part in it +without being the person who created it. Watchers are available on cases +created under an organization or a company. -### Comment on a case +#### Add a watcher 1. Open the case. -1. Under **Activity**, do one or more: - - Enter a comment. - - To attach files, select **Select files to attach** or drop files on - the upload area. See [Attach files](#attach-files) for file rules. +1. In **Enter additional watchers**, choose an organization member from + the list, or type the email address of a Docker user. +1. Select **Save**. + +A **Watchers updated successfully** message confirms the change, and new +watchers receive an email letting them know they were added. The email can +take a few minutes to arrive. + +#### Remove a watcher + +1. Select the **x** next to the watcher. +1. Select **Save**. + +Before saving, select **Undo** to restore a watcher you removed. +Removed watchers are notified by email and can no longer comment on the +case, upload files, or download attachments. + +#### Watcher rules + +- Watchers must have a Docker account. You can add Docker users who are + not members of your organization. +- Each watcher can be added only once. +- The case creator cannot be added as a watcher. +- Watchers can comment, upload and download attachments, and add or remove + other watchers. +- Watchers receive email notifications about new comments and attachments + on the case. +- The watcher field is not available on cases created under a personal + account. + +### Attach files + +You can attach files to a case when you create it or when you comment on +an open case. + +1. Open an open case. +1. Select **Select files to attach** or drag and drop files into the + upload area. +1. Optionally, add a comment. 1. Select **Send**. -You can comment when you created the case or when someone added you as a -watcher. Otherwise the field tells you to contact the case creator. +Uploaded files appear in the **Attachments** section at the top of the +case. A file shows as **pending** while it is checked for security, then +becomes a download link once it passes. The download link is available +when you can comment on the case. -### Add or remove watchers +#### File requirements -A watcher follows an organization or company case and can comment, attach -files, and add or remove other watchers. The watcher field appears on -organization and company cases. +- Each file can be up to 50 MB. Empty files are not accepted. +- Supported file types: `tar`, `gz`, `tgz`, `tar.gz`, `zip`, `rar`, + `jpeg`, `jpg`, `png`, `json`, `txt`, `log`, `err`, `xml`, `yaml`, + `yml`, `plist`, `evtx`, `evt` +- File names cannot contain path characters, end with a dot or space, or + exceed 255 bytes. +- If any file you select is not valid, an error explains why and none of + the files are uploaded. -To add or remove a watcher: +#### Security checks -1. Open the case. -1. In **Enter additional watchers**, do one of the following: - - To add a watcher, select an organization member or enter the email - address of a Docker user. You can add Docker users who aren't - members of your organization. - - To remove a watcher, select the **x** on that person. Select **Undo** - to restore them before you save. -1. Select **Save**. +Every file you upload is automatically scanned for malware, and its +contents are checked to confirm they match the file type. After you send +a file, it shows as **pending** while it is checked. If it fails either +check, the file is removed. It appears crossed out in **Attachments** with +a **security risk detected** message and cannot be downloaded. The message +does not say which check failed. If you believe a file was flagged by +mistake, add a comment to your case. + +**expired** means the file is no longer available to download. + +#### Upload limits + +Uploads are limited to keep the portal reliable. + +| Limit | Value | +| :--- | :--- | +| Maximum size per file | 50 MB | +| Uploads per hour, per user | 10 files | +| Total upload size per day, per user | 5 GiB | +| Total attachment size per case | 2 GiB | -The page confirms that the watchers were updated, and Docker emails the -people you added or removed. The case creator can't be added as a watcher, -and each person can be added only once. A removed watcher can no longer -comment on the case or upload or download attachments. +Hourly and daily limits reset at the start of each hour and each day, in +UTC. The per-case limit applies to all attachments on the case combined. +If you reach a limit, wait until it resets and try again. -Watchers also get an email when the case has new activity. +Files cannot be added to closed or resolved cases. Files already attached +to a resolved or closed case stay available to download. ### Resolve a case -If the issue is solved, resolve the case yourself. +If your issue is solved, you can resolve the case yourself without waiting +for Docker Support to close it. -1. Start resolution from either of these places: - - Select **Resolve case** on the open case. - - Select **Resolve case** from the **⋮** menu on the portal home or on - **Case history**. +1. Select **Resolve case** on the case, or **Resolve case** from the + **⋮** menu on the landing page or **Case history**. 1. Select a reason: - - Issue resolved - - No longer relevant - - Duplicate case - - Resolved by another team - - Other -1. Add comments if you have them. Comments can be up to 1000 characters. + - **Issue resolved** + - **No longer relevant** + - **Duplicate case** + - **Resolved by another team** + - **Other** +1. Optionally, add comments of up to 1000 characters. 1. Select **Resolve case**. -The status changes to **RESOLVED**. A resolved case can't be reopened. -When Docker Support closes the case, the status changes to **CLOSED** and +The case status changes to **RESOLVED**, and Docker Support is notified. +When Docker Support closes the case, its status changes to **CLOSED** and the person who created the case receives a short satisfaction survey by email. -On a resolved or closed case, you can still read **Activity**. The -comment field, watcher field, and file upload are hidden, and the page -says the case is closed. Select **Create case** to start another case. +#### Resolved and closed cases -## Who can work on a case +- Resolved cases cannot be reopened. +- You can still read the full activity history, but the comment box, + watcher field, and file upload are hidden. The page says the case is + closed. +- If you need more help, select **Create case** to start a new case. -Case access follows organization membership. Access flows downward only, -from company to organization to user; nothing flows upward. -[Teams](/manuals/accounts/organization/manage/manage-a-team/) don't -change who can see or update a case. +## Permissions -- Organization members can see that organization's cases. -- Organization owners can see cases in their organization. -- Company owners can see cases for the organizations in the company. -- The case creator and any watchers can see the case. +### Who can see a case + +Access to cases is based on organization membership. + +- If you are part of an organization, you can see that organization's + cases. +- Organization owners can see all cases in their organization. +- Company owners can see all cases across their organizations. +- The case creator can see the case. +- Watchers can see the cases they were added to. + +Access flows downward only, from company to organization to user. Nothing +flows upward automatically. + +### Who can interact with a case + +Seeing a case and interacting with it are separate permissions. You can +interact with a case if you: + +- Created the case +- Were added as a watcher on the case + +If you are an organization member who can see a case but are not the +creator or a watcher, you can read the case but cannot comment on it. The +comment box is unavailable and explains why. Ask the case creator to add +you as a watcher. + +### Do teams affect access + +No. [Teams](/manuals/accounts/organization/manage/manage-a-team/) are +groups of Docker users within an organization, used to manage repository +access. Case visibility and permissions are controlled at the organization +level. + +### Summary of case permissions | Action | Who can do it | | :--- | :--- | -| See a case | Organization members, organization owners, company owners, the case creator, and watchers | -| Comment, add or remove watchers, upload files, download files | Case creator and watchers | -| Resolve a case | Case creator and watchers | - -When the comment field tells you to contact the case creator, ask them to -add you as a watcher. \ No newline at end of file +| See a case | Organization members, organization owners, company owners, case creator, watchers | +| Comment | Case creator, watchers | +| Add or remove watchers | Case creator, watchers | +| Upload attachments | Case creator, watchers | +| Download attachments | Case creator, watchers | +| Resolve a case | Case creator, watchers | From f4c68cc807c458e87d1ca86e5997b93fa43a465a Mon Sep 17 00:00:00 2001 From: Alexa Date: Thu, 5 Nov 2026 12:17:57 -0600 Subject: [PATCH 3/7] Align the Support overview with the Support portal page The overview repeated severity and status details and lacked a link to the portal. Point the overview to the portal, move Docker Desktop scope into Covered and Not covered tabs, and list the portal first under Next steps. Co-authored-by: Cursor --- content/manuals/support/_index.md | 78 ++++++++++++++++++---------- content/manuals/support/portal.md | 85 +++++++++++++------------------ 2 files changed, 86 insertions(+), 77 deletions(-) diff --git a/content/manuals/support/_index.md b/content/manuals/support/_index.md index a6bd1531a561..1343ba394f85 100644 --- a/content/manuals/support/_index.md +++ b/content/manuals/support/_index.md @@ -3,9 +3,10 @@ title: Get support for Docker products linkTitle: Support description: >- Find Docker support options, including paid subscription response times, - severity levels, Docker Desktop support scope, and community resources. -keywords: docker support, subscription support, premium support, support - response times, severity levels, community forums, docker desktop support + the Support portal, Docker Desktop support scope, and community resources. +keywords: docker support, support portal, subscription support, premium + support, support response times, severity levels, community forums, + docker desktop support weight: 50 params: sidebar: @@ -36,9 +37,9 @@ Docker products. Paid subscribers create and track cases in the [Docker Support portal](/manuals/support/portal.md). [Who gets access](/manuals/support/portal.md#who-gets-access) covers -enrollment. Organizations with a Premium Support subscription have -automatic portal access. Other paid organizations gain access as the -rollout progresses. +enrollment, including automatic access for Premium Support. See +[Severity levels](/manuals/support/portal.md#severity-levels) and +[Case statuses](/manuals/support/portal.md#case-statuses) on that page. ### Support response times @@ -59,33 +60,54 @@ subscriptions, the following response times apply: > available as an add-on for > [Docker Business and Docker Hardened Images subscribers](https://www.docker.com/pricing?ref=Docs&refAction=DocsSupport). -Severity levels and case statuses are part of creating and viewing a case. -See [Severity levels](/manuals/support/portal.md#severity-levels) and -[Case statuses](/manuals/support/portal.md#case-statuses). - ## Docker Desktop support Docker Desktop support is available with a paid subscription. ### Scope of support -| Covered | Not covered | -| :--- | :--- | -| Configuration and installation issues | Unsupported operating systems, including beta and preview versions | -| Desktop updates | Versions older than the latest release (except Docker Business) | -| Account management and billing | Training, customization, and integration | -| Sign-in issues | Altered or modified Docker software | -| Push or pull issues, including rate limiting | Docker Engine, Docker CLI, or other bundled Linux components | -| Automated builds | Third-party applications not provided by Docker | -| Basic product how-to questions | Features labeled as experimental | -| Application crashes or unexpected behavior | Hardware malfunction, abuse, or improper use | -| On Windows: turning on virtualization in BIOS | System and server administration activities | -| On Windows: turning on Windows features | Routine product maintenance (data backup, disk space, log rotation) | -| On Windows: running inside certain [VM or VDI environments](/manuals/desktop/setup/vm-vdi.md) (Docker Business only) | Desktop as a production runtime | -| | Running containers of a different architecture using emulation | -| | Kubernetes | -| | Scale deployment and multi-machine installation | -| | Running multiple instances on a single machine | +{{< tabs >}} +{{< tab name="Covered" >}} + +Docker Desktop support includes: + +- Configuration and installation issues +- Desktop updates +- Account management and billing +- Sign-in issues +- Push or pull issues, including rate limiting +- Automated builds +- Basic product how-to questions +- Application crashes or unexpected behavior +- On Windows: turning on virtualization in BIOS +- On Windows: turning on Windows features +- On Windows: running inside certain + [VM or VDI environments](/manuals/desktop/setup/vm-vdi.md) + (Docker Business only) + +{{< /tab >}} +{{< tab name="Not covered" >}} + +Docker Desktop support excludes: + +- Unsupported operating systems, including beta and preview versions +- Versions older than the latest release (except Docker Business) +- Training, customization, and integration +- Altered or modified Docker software +- Docker Engine, Docker CLI, or other bundled Linux components +- Third-party applications not provided by Docker +- Features labeled as experimental +- Hardware malfunction, abuse, or improper use +- System and server administration activities +- Routine product maintenance (data backup, disk space, log rotation) +- Desktop as a production runtime +- Running containers of a different architecture using emulation +- Kubernetes +- Scale deployment and multi-machine installation +- Running multiple instances on a single machine + +{{< /tab >}} +{{< /tabs >}} ### Supported versions @@ -114,6 +136,8 @@ For more information, see the ## Next steps +- Create and track a case in the + [Docker Support portal](/manuals/support/portal.md) - Review system requirements: [Mac](/manuals/desktop/setup/install/mac-install.md#system-requirements), [Windows](/manuals/desktop/setup/install/windows-install.md#system-requirements), diff --git a/content/manuals/support/portal.md b/content/manuals/support/portal.md index b6ab7ee85271..8b95c016d0d6 100644 --- a/content/manuals/support/portal.md +++ b/content/manuals/support/portal.md @@ -11,16 +11,19 @@ weight: 10 The Docker Support portal lets you create and manage support cases, follow their progress, and collaborate with Docker Support and your teammates in -one place. This page covers how to open the portal, work with cases, and -how permissions control who can see and do what. +one place. This page covers how to open the portal, how to work with +cases, and who can see or update a case. ## Who gets access -The Support portal is being rolled out in phases, so it may not yet be -available to every organization. Organizations with a Premium Support -subscription are enrolled automatically. After your organization is -enrolled, open the portal from the **Help** menu by following the steps -below. +> [!NOTE] +> +> The Support portal is being rolled out in phases, so it may not yet be +> available to every organization. Organizations with a Premium Support +> subscription are enrolled automatically. + +After your organization is enrolled, open the portal from the **Help** +menu. ## Access the Support portal @@ -79,11 +82,9 @@ open past cases. your issue, using the [severity levels](#severity-levels) below. The field does not appear for the Account, Billing, Legal, Sales, and Security topics, because a severity is set automatically for them. - - Complete any additional fields shown for your topic, such as the - Docker Desktop version, browser, or operating system. Topics can also - ask for **Version number**, **Diagnostics ID**, or **Affected users**. - For Docker Desktop, the form asks for version, operating system, - diagnostics ID, and affected users. + - Complete any additional fields the topic shows. These can include + **Version number**, browser, **Operating system**, **Diagnostics ID**, + and **Affected users**. Docker Desktop asks for all of these. 1. Optionally, attach files to the case. Select **Select files to attach** or drag and drop files into the upload area. See [Attach files](#attach-files) for file rules. @@ -105,15 +106,13 @@ Support assigns one. ### View cases The **Case history** page lists every case associated with your -organization. You can: +organization. Each row shows the status, case number, subject, topic, +subtopic, who created it, and when it was last modified. A company +account also shows the organization. -- See each case's status, case number, subject, topic, subtopic, who - created it, and when it was last modified. A company account also shows - the organization. -- Select a case to open its details -- Select **Create case** to open a new case -- Open the **⋮** menu on a case and select **Details** or **Resolve case** -- Page through cases, 10, 25, or 50 at a time +Select a case to open it. You can show 10, 25, or 50 cases on a page. +**Create case** and the **⋮** menu work the same way as on the landing +page. #### Case statuses @@ -128,29 +127,23 @@ organization. You can: ### Case details -Each case shows its full progress and history. You can: - -- Review the case summary and description. The case also shows its case - number, subject, and topic. -- Follow the activity timeline of comments and responses in **Activity** -- Add comments -- Add or remove watchers -- Attach and download files -- Resolve the case +Each case shows its full progress and history: the case number, subject, +topic, summary, description, and the comments and responses in +**Activity**. What you can do depends on your access. See -[Who can interact with a case](#who-can-interact-with-a-case). +[Who can interact with a case](#who-can-interact-with-a-case). The steps +below cover comments, watchers, files, and resolving the case. #### Comment on a case 1. Open the case. 1. Enter your message in the **Activity** editor. -1. Optionally, attach files. +1. Optionally, attach files. Select **Select files to attach** or drag + and drop files into the upload area. See + [Attach files](#attach-files) for file rules. 1. Select **Send**. -To attach files, select **Select files to attach** or drag and drop files -into the upload area. See [Attach files](#attach-files) for file rules. - You can comment on a case only if you created it or were added as a watcher. If you can see a case but are not allowed to comment, the comment box is unavailable and explains why. The message tells you to contact the @@ -197,19 +190,12 @@ case, upload files, or download attachments. ### Attach files -You can attach files to a case when you create it or when you comment on -an open case. - -1. Open an open case. -1. Select **Select files to attach** or drag and drop files into the - upload area. -1. Optionally, add a comment. -1. Select **Send**. +You can attach files when you create a case or when you +[comment on a case](#comment-on-a-case). Uploaded files appear in the **Attachments** section at the top of the -case. A file shows as **pending** while it is checked for security, then -becomes a download link once it passes. The download link is available -when you can comment on the case. +case. A file becomes a download link after it passes the security check. +You can download the file if you can comment on the case. #### File requirements @@ -310,12 +296,11 @@ creator or a watcher, you can read the case but cannot comment on it. The comment box is unavailable and explains why. Ask the case creator to add you as a watcher. -### Do teams affect access +### Teams and case access -No. [Teams](/manuals/accounts/organization/manage/manage-a-team/) are -groups of Docker users within an organization, used to manage repository -access. Case visibility and permissions are controlled at the organization -level. +[Teams](/manuals/accounts/organization/manage/manage-a-team/) are groups +of Docker users within an organization, used to manage repository access. +Case visibility and permissions are controlled at the organization level. ### Summary of case permissions From d3a0a9aa9e10bea3c7808e3318ac2d4e6bbd2042 Mon Sep 17 00:00:00 2001 From: Alexa Date: Thu, 5 Nov 2026 12:24:18 -0600 Subject: [PATCH 4/7] Fix Support portal teams link for htmltest. EOF Co-authored-by: Cursor --- content/manuals/support/portal.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/manuals/support/portal.md b/content/manuals/support/portal.md index 8b95c016d0d6..1ba2f36396d0 100644 --- a/content/manuals/support/portal.md +++ b/content/manuals/support/portal.md @@ -298,7 +298,7 @@ you as a watcher. ### Teams and case access -[Teams](/manuals/accounts/organization/manage/manage-a-team/) are groups +[Teams](/manuals/accounts/organization/manage/manage-a-team.md) are groups of Docker users within an organization, used to manage repository access. Case visibility and permissions are controlled at the organization level. From 672161d5830b81530610a22361ab14e81a64e569 Mon Sep 17 00:00:00 2001 From: Alexa Date: Thu, 5 Nov 2026 14:09:16 -0600 Subject: [PATCH 5/7] docs: note 90-day Support attachment retention after case close Co-authored-by: Cursor --- content/manuals/support/portal.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/manuals/support/portal.md b/content/manuals/support/portal.md index 1ba2f36396d0..9bfd33f99a1b 100644 --- a/content/manuals/support/portal.md +++ b/content/manuals/support/portal.md @@ -236,7 +236,7 @@ UTC. The per-case limit applies to all attachments on the case combined. If you reach a limit, wait until it resets and try again. Files cannot be added to closed or resolved cases. Files already attached -to a resolved or closed case stay available to download. +to a case stay available to download for 90 days after the case is closed. ### Resolve a case From 9214ff053ddb2b0ed64215907be26560b9722d72 Mon Sep 17 00:00:00 2001 From: Alexa Date: Thu, 5 Nov 2026 15:03:20 -0600 Subject: [PATCH 6/7] docs: clarify Support portal expired attachment status Co-authored-by: Cursor --- content/manuals/support/portal.md | 3 ++- 1 file changed, 2 insertions(+), 1 deletion(-) diff --git a/content/manuals/support/portal.md b/content/manuals/support/portal.md index 9bfd33f99a1b..8a57a6ed7259 100644 --- a/content/manuals/support/portal.md +++ b/content/manuals/support/portal.md @@ -218,7 +218,8 @@ a **security risk detected** message and cannot be downloaded. The message does not say which check failed. If you believe a file was flagged by mistake, add a comment to your case. -**expired** means the file is no longer available to download. +**expired** means the upload did not finish in time and the file is not +available. Attach the file again. #### Upload limits From 23805b1d99a35e434312f2bcce300111ddbbcbab Mon Sep 17 00:00:00 2001 From: Alexa Date: Thu, 5 Nov 2026 15:06:13 -0600 Subject: [PATCH 7/7] docs: sentence-case Expired attachment status Co-authored-by: Cursor --- content/manuals/support/portal.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/manuals/support/portal.md b/content/manuals/support/portal.md index 8a57a6ed7259..a51be6361f78 100644 --- a/content/manuals/support/portal.md +++ b/content/manuals/support/portal.md @@ -218,7 +218,7 @@ a **security risk detected** message and cannot be downloaded. The message does not say which check failed. If you believe a file was flagged by mistake, add a comment to your case. -**expired** means the upload did not finish in time and the file is not +**Expired** means the upload did not finish in time and the file is not available. Attach the file again. #### Upload limits